Order Management Specialist

Job Description

How will you CONTRIBUTE and GROW?

Delivers comprehensive administrative support to commercial operations and patient/customer services. This role acts as a primary liaison between the organization, its clients, and third-party payors (including governmental and private insurance) to facilitate contract management and operational continuity.
This position is focused on operational and administrative coordination.

1 – Order Lifecycle Management: Monitor daily orders, while executing accurate order entry into our internal ordering systems.

2- Operations Coordination: Collaborate closely with the Operations team to plan orders and follow up on logistics to ensure timely fulfillment and delivery.

3- High-Volume Engagement: Manage high volume of calls on daily basis, handling both inbound customer enquiries and proactive outbound calls to drive sales opportunities.

4- Complaint Resolution: Take ownership of customer complaints, leading internal investigations to ensure full resolution and satisfaction (“closing the loop”).

5 – Analysis & Reporting: Monitor delivery analysis and PowerBI dashboards to monitor critical KPIs, specifically Churn Rate and Fulfillment Rate.

6- Ad-hoc Emergency Response: Provide standby availability after hours to manage urgent escalations if needed. The anticipated demand for this function is minimal, and strictly limited to high-priority business continuity needs.

Decision Making / Activity:
– Handles more complex customer enquiries and complaints
– May be involved in training new hires and improving customer service process
– Work closely with the customers service manager to ensure smooth operations

___________________
Are you a MATCH?

Education Level

Bachelor degree in Business, Foreign Languages, logistics or planning background preferred.

Experience Level

1 to 2 years experience in customer experience management. Fresh Graduates are welcome to apply.

Competencies

Customer service orientation

Excellent communication skills

Excellent business English (oral and written)

Motivated learner

Time Management and organization skills

Multitasking

Must be reliable, adaptable and detail oriented

Ability to effectively work in a team environment

Analytical and problem solving skills

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.